Refund policy
At BOSCON we roast fresh coffee every week. For reasons of food safety, quality and traceability, coffee cannot be returned or refunded once it has been delivered, unless there has been an error attributable to BOSCON or to the carrier.
1. When do we accept returns or exchanges?
We will only process a return, replacement or refund in the following cases:
| Situation | Condition | Cost |
|---|---|---|
| Picking error by BOSCON | Wrong product, variety, format or quantity | No cost to the customer |
| Damage or loss caused by the carrier | Package damaged, lost or with no verified delivery | No cost to the customer |
| Incorrect or unexpected non-coffee product | Return permitted provided the product meets the condition requirements | Return shipping paid by the customer |
2. What we need to process a request
To review your case, you must provide:
- A photo of the shipping label.
- A photo of the outer box.
- A photo of the product received.
- In the case of damage: a photo of the contents and packaging.
Without this material we cannot begin the assessment process or arrange a replacement or refund.
3. How we resolve claims
Depending on the case, BOSCON may offer:
- A replacement product (subject to availability).
- A credit voucher for future purchases.
- A full refund to the original payment method.
The method will be decided according to the incident, always aiming for the best outcome for both parties.
4. Policy for non-coffee products
Right of withdrawal (non-coffee products only)
- Deadline: 14 calendar days from receipt.
- Conditions: product unused, in its original packaging, free of damage, stains, odours, tampering or missing parts.
Faulty or defective products
If the product is faulty, email us at info@bosconcoffee.com with:
- Your order number.
- A detailed description of the problem.
- Photos or video of the fault.
- The last 4 digits of the card or the email address used for the purchase.
We will assess whether a repair, replacement or refund applies under the European legal guarantee.
5. Cases in which we do not accept returns
- The coffee is in perfect condition but the customer decides not to keep it.
- The customer refuses delivery or is unavailable after the carrier's delivery attempts.
- The package is correctly heat-sealed but the inner zip has been opened.
- The product shows signs of tampering, use or opening without valid justification.
- No photographic evidence is provided for carrier-related incidents.
- Any case not caused by an error by BOSCON or by the carrier.
6. Returns from outside mainland Spain or international returns
- For returns not attributable to BOSCON or to the carrier, return shipping costs are paid by the customer.
- Customs duties, fees and taxes on shipments outside the EU are not refunded.
7. Transit damage: notification
Damage must be reported within 48 hours of delivery. After that period, the logistics insurance may not cover the incident.
8. Final notes
BOSCON reserves the right to update this policy without prior notice, in accordance with current European regulations. Every request will be reviewed with the aim of resolving it transparently, promptly and fairly.